Need help? Contact our team
Customer Care hours:
8am – 5pm Monday to Friday
Product prices are listed in Australian dollars and are subject to change based on the current exchange rate. We accept all major credit cards.
Orders can take 3-5 business days to process before shipping. All shipping costs are calculated based on each garment’s destination and weight.
Once you place an order, you will receive an order confirmation to the e-mail address provided at checkout. Once your order has shipped, you will receive an e-mail with tracking information and a confirmation of shipment. All clients are responsible for providing the correct shipping and billing information at checkout.
Presale are items that are not in stock currently but are being made to order and will ship at a later date. The estimated arrival date for the item will be displayed on the product page. If you submit a presale order, this is treated like an actual order and you will be charged for the item/s and shipping when placing your order and your order will be mailed out to you as soon as it is ready.
For orders that contain a combination of in stock item/s and presale item/s, these will be shipped separately so you receive your in-stock item/s straight away. Presale item/s will be shipped on the date advertised on description. No additional postage charged will be incurred in these circumstances.
The order amount will be captured from your account as soon as your order has been placed. If something doesn’t fit, just return it to us for an exchange.
The following payments are accepted:
Credit card – You can pay by Visa, Mastercard and American Express. Visa and Mastercard are verified by a secure code.
Payment is debited from your card once you place the order.
PayPal – You can choose to pay with credit card or your already registered PayPal® account.
For details on your 14 days right of return, please see the Returns Policy section of the website. This section details your statutory rights of cancellation.
You have the right to cancel your purchase and receive a full refund if you notify us before the order has been shipped.
To exercise this right of cancellation:
Contact us by email at email@example.com
Follow the returns instructions as laid out in the Returns and exchanges section of this site.
Please note that if you fail to take reasonable care of returned goods or fail to return the goods to us, we will be entitled to make a claim against you for any losses which we suffer.
If your goods are faulty or do not meet the description given on the site, we will refund the value of your order for those goods. For more information on how to return goods to us please refer to the Return Policy section of the site.
We recommend that returned goods be sent via insured, traceable delivery for your protection.
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
- Item(s) not available
- Difficulty in processing your payment information
- Cannot ship to address provided
- Duplicate order was placed
If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact us by email at firstname.lastname@example.org for a recommendation.
Average delivery time Australia: 2 – 7 working days $18
Average delivery time International: 1 – 3 weeks 30€
Orders can take 1-5 business days to process before shipping.
Delivery times are provided as a guideline and do not take into account local disruptions.
Our courier delivers from Monday to Friday during business hours and will make three delivery attempts.
After the third failed attempt, your order will be returned to our warehouse. Please note that once you have placed an order, it is no longer possible to modify your shipping address.
You can check the status of your order and track its delivery at any time from the link you receive in your shipping confirmation email. You can also find all information related to the order in “Account” on illuah.com.
For orders outside of the AU: All applicable taxes and duties shall be borne by the customer. Unfortunately, we cannot estimate how much duties you will pay but your local customs should be able to estimate the price.
Please note that if you do not claim your package, you are responsible for the original shipping charges and the cost of returning the package to our offices.
ILLUAH cannot be held responsible for any action and/or costs and/or taxes and/or delays due to customs over which it has no control.
The client service is open from Monday to Friday 8 am till 4:30 pm excluding main holidays:
- January 1st (New Year’s Day)
- April 13th (Easter Monday)
- December 25th (Christmas Day)
Shipping may be delayed on holidays and long weekends. Please plan accordingly as orders will not be shipped out on these dates.
All orders are processed automatically and we are unable to expedite or delay shipping times.
Returns & Exchanges
All sales are final – returns for store credit are accepted 7 days from delivery.
Transparency is important to us; within each item listing, there are detailed descriptions unique to each garment and accessory. Please make sure to read item descriptions before placing an order.
If you have any questions regarding a specific garment in our shop, please contact us before placing an order.
By placing an order, you confirm that you have read and agree to our store policies.
If you have any questions about your order, please e-mail us at email@example.com with your order number as the subject.
- Items must be returned to us in perfect condition accompanied by the return information label.
- Make sure all products are exactly as you received them, with tag and seal still attached.
- All products that come in their own box, must be returned in their original, undamaged box as this is considered part of the product.
Any claim regarding the delivery of Product(s) must be submitted in 14 working days following receipt of the Product(s). They must be sent in their original condition (packaging, accessories, tag, etc.) and according to the following shipping conditions. The customer must contact the customer service beforehand via e-mail at firstname.lastname@example.org to obtain the “Return Form” to enclose with the order. No parcel shall be accepted if not asked to the customer service first. It is advised to send the parcel back with tracking as we are not responsible for any packages being lost during transit.
If you would like to exchange your order for a different size, colour or style, please return your item/s to us and simply purchase the new piece separately at illuah.com.
ILLUAH does not provide refunds upon return unless found faulty. The standard delivery costs from ILLUAH to the Customer will only be refunded in that case. ILLUAH shall reimburse the Customer for the sums within a maximum period of 14 days by bank transfer into the account used with the credit card bearing the Customer’s name.
ILLUAH guarantees quality and ensures every item is in best condition before being sent.
If an any case, an item received is classified as faulty and was received damaged, you must contact us within 7 days of receipt.
Opening an Account is easy. Simply click “Account” top right of page, or when you place an order, you will be prompted to save your information with your email address and password. An account offers you a safe, easy and fast way to order. It also serves as a way to track your order status and receive emails about your order.
Click “Account”, top right of your page to access your account. If you have forgotten your password, click on the “Forgotten Password” link when logging in.
- Your email address serves as a convenient way to receive important information about your order and serves as your online account identification.
- Your account stores information such as order history and your billing and shipping address. It also offers you the ability to track your order(s). The password assures that only you have access to your account information.
Set up Account and customize your preferences. Improve you shopping experience by taking advantage of great benefits.
News and exclusive offers
Sign up to receive email updates on special promotions, new product announcements, gift ideas and more.
Receive important information regarding your order and the capability to track your order up to the moment it arrives.
Save your information to make it easier to find and buy your favourite stuff. Enjoy hassle-free checkout.
Save products for checkout at a later date.
Please contact us to be informed of our closest retailer at email@example.com.